Incompetency Rules the Day
Thread Starter
Drifting
Joined: May 2004
Posts: 1,822
Likes: 2
From: San Clemente CA
Incompetency Rules the Day
OK, made an appointment last week to grudgingly have the Dealer work on my Z06 to fix a leaky rear diff. I specifically tell them, don't wash it, don't do ANY recalls, specifically the CLB since I already have an aftermarket bypass.
I'm first in-line this morning as the Service department opens it's doors at 7:30. I remind the service tech, "remember, just fix the diff leak, nothing else". "OK, we'll have it back for you today, no problem". No word from the guy all day, so I call at about 5pm, leave a message, and he calls me back a little later.
"Well, hello there Mr. Reed". I hate to tell you that we haven't been able to do any work on the diff leak since it's been sitting over at tech waiting for our electrical guy to do the CLB recall work". My stomach turns, but somehow I'm not surprised. "Uh, don't you remember that I specifically told you guys not to do that work?!" "Oh gosh, we're so sorry! I'll run over to the car right now and leave a note telling them not to do that work!!" Apologies ad infinitum, but alas incompetency seems to rule the day with these guys.
I only took the car in because it's still under warranty. My bad I guess. Sure hope they fix the leak...
I'm first in-line this morning as the Service department opens it's doors at 7:30. I remind the service tech, "remember, just fix the diff leak, nothing else". "OK, we'll have it back for you today, no problem". No word from the guy all day, so I call at about 5pm, leave a message, and he calls me back a little later.
"Well, hello there Mr. Reed". I hate to tell you that we haven't been able to do any work on the diff leak since it's been sitting over at tech waiting for our electrical guy to do the CLB recall work". My stomach turns, but somehow I'm not surprised. "Uh, don't you remember that I specifically told you guys not to do that work?!" "Oh gosh, we're so sorry! I'll run over to the car right now and leave a note telling them not to do that work!!" Apologies ad infinitum, but alas incompetency seems to rule the day with these guys.
I only took the car in because it's still under warranty. My bad I guess. Sure hope they fix the leak...
Race Director
Joined: Apr 2002
Posts: 11,485
Likes: 1
From: Far side of the Moon
CI 4-5-6-7-8 Veteran
St. Jude '03-'04-'05-'06-'07-'08-'09-'10-'11-'12-'13-'14-'15-16-'17
Good luck. Maybe, just maybe, if you are lucky, they will eventually get around to fixin the diff as you requested. 
Thread Starter
Drifting
Joined: May 2004
Posts: 1,822
Likes: 2
From: San Clemente CA
The really sad part is that it's amazing what can be done when an organization is run correctly. To wit: I took my 4Runner to the Toyota dealer 2 weeks ago to have the following work done - new timing belt, new water pump, flush the brake fluid, replace a TPS, clean the injectors, clean out the TB, change all diff fluids, flush and change the trans fluid, replace a busted CV boot, etc., etc. I got 2 phone calls, one at 2 pm as promised to update the vehicle's status, and another at 4pm telling me everything was done, old parts were bagged and in the car and that I could pick it up until 7:30 PM!!
It's really hit or miss when it comes to any service organization and how they are run. It's really inexcusable when it's poorly operated, but a well-run service department is worth more than all the fancy advertising in the world.
It's really hit or miss when it comes to any service organization and how they are run. It's really inexcusable when it's poorly operated, but a well-run service department is worth more than all the fancy advertising in the world.
Team Owner
Joined: Aug 2004
Posts: 24,129
Likes: 1,038
From: The Beautiful Pacific Northwest
St. Jude Donor '05-'06-'07-'08-'09, '14-'15-'16-'17-'18
My policy is to BE THERE if I must have work done on my car. I don't care if I have to take a day off, I"ll be present when anybody works on my Vette. That way they do exactly what I want them to do and nothing more. 
Le Mans Master
Joined: Mar 2002
Posts: 5,300
Likes: 3
From: Mississauga, Ontario Corvettes were built to be driven...not trailered
St Jude Donor '07-'08-'09
Originally Posted by Red Racer
My policy is to BE THERE if I must have work done on my car. I don't care if I have to take a day off, I"ll be present when anybody works on my Vette. That way they do exactly what I want them to do and nothing more.
I tend to do the same thing but technically speaking, we shouldn't have to do that. You normally don't get that kind of thing at Lexus, Mercedes or Inifiniti but then again they have a whole different culture there. having said that, i'm sure there are some horror stories there too.DVS, I hope at least they fix the diff right
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Racer
Joined: Sep 2005
Posts: 284
Likes: 0
From: Austin, Texas 2005 National Champs in Football and Baseball.
My dealer experience has been positive everytime. Fixed the differential leaking problem (and cleaned up all the mess underneath the chassis from the oil), fixed the column lock (removal of locking plate and electrical harness bypass), replaced a tire pressure sensor, and a couple of other things. Never charged me a cent. Got the car back at the time they said I would. Work was done correctly, as least so far. And never washed it as I requested.
I know that not every dealer is good. But, my experience with independent shops is that many of them, too, don't have a clue what they're doing. Some of the guys in my local club take their cars to a local Corvette specialty house but complain about his work all the time. They usually say the guy ain't all that good but they don't trust the dealer. I don't get it.
Anyone in Central Texas work might want to check out Capitol Chevy in South Austin.
I know that not every dealer is good. But, my experience with independent shops is that many of them, too, don't have a clue what they're doing. Some of the guys in my local club take their cars to a local Corvette specialty house but complain about his work all the time. They usually say the guy ain't all that good but they don't trust the dealer. I don't get it.
Anyone in Central Texas work might want to check out Capitol Chevy in South Austin.
Burning Brakes
Joined: Jun 2005
Posts: 896
Likes: 1
From: Ewing NJ
Originally Posted by C5naples
I leave post-it notes reminders stuck to the console or on the speedometer.
Safety Car
Joined: Apr 2004
Posts: 3,738
Likes: 10
From: Austin, Texas
Originally Posted by VinnieR
My dealer experience has been positive everytime. Fixed the differential leaking problem (and cleaned up all the mess underneath the chassis from the oil), fixed the column lock (removal of locking plate and electrical harness bypass), replaced a tire pressure sensor, and a couple of other things. Never charged me a cent. Got the car back at the time they said I would. Work was done correctly, as least so far. And never washed it as I requested.
I know that not every dealer is good. But, my experience with independent shops is that many of them, too, don't have a clue what they're doing. Some of the guys in my local club take their cars to a local Corvette specialty house but complain about his work all the time. They usually say the guy ain't all that good but they don't trust the dealer. I don't get it.
Anyone in Central Texas work might want to check out Capitol Chevy in South Austin.
I know that not every dealer is good. But, my experience with independent shops is that many of them, too, don't have a clue what they're doing. Some of the guys in my local club take their cars to a local Corvette specialty house but complain about his work all the time. They usually say the guy ain't all that good but they don't trust the dealer. I don't get it.
Anyone in Central Texas work might want to check out Capitol Chevy in South Austin.
When they fixed my rear diff leak, I did have to have a "discussion" about not touching the column lock. I did not want my dash touched since I had already installed a CLB. They insisted that they needed to do the work because it was a safety issue. We ended up agreeing that they would do the latest PCM upgrade, but not touch the dash. I had read on here where on dealer had removed
a CLB, and then tried to charge the person for removing it I've had it in three times for warranty work, and all positive overall
Race Director
Joined: Jan 2003
Posts: 14,285
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From: Houston, Tx Got traction?
CI 5-6-7-8-9-10 Veteran
St. Jude Donor '07-'08
Originally Posted by Frozenfire
Hospitals have been doing that for years. They write and draw pictures on the patient's body to make sure they perform the correct surgery on the correct body part. I have to say I've had good luck with my local Chevy dealer.
Good luck dealing with the Stealership!
Chris
Last edited by Stangkiller; Jun 22, 2006 at 08:46 AM.
Safety Car
Joined: Nov 2002
Posts: 4,025
Likes: 2
From: Valdosta GA
I agree that we shouldn't have to babysit the professionals that are operating on our cars. I learned early 2005 what can happen at a dealer. Took the car in for warranty work on the power accessories on the passenger door.
They decided that they needed to drive the car (before even hooking it up to the computer to diagnose the problem). Their scientific method of diagnosing what they called a possible intermittent wiring problem was to drive it while listening to the radio to see if the speakers on the passenger side cut in and out.
Lets just say I had to pay to replace the engine (had someone else do the work) and then hire an attorney. Can't go into much more detail right now until the lawsuit runs its course.
So don't be surprised if they do the work that they weren't supposed to just because they felt like it. And always check the mileage on the car when you drop it off...
Good luck!
They decided that they needed to drive the car (before even hooking it up to the computer to diagnose the problem). Their scientific method of diagnosing what they called a possible intermittent wiring problem was to drive it while listening to the radio to see if the speakers on the passenger side cut in and out.
Lets just say I had to pay to replace the engine (had someone else do the work) and then hire an attorney. Can't go into much more detail right now until the lawsuit runs its course.
So don't be surprised if they do the work that they weren't supposed to just because they felt like it. And always check the mileage on the car when you drop it off...
Good luck!
Racer
Joined: Apr 2006
Posts: 391
Likes: 1
From: Enterprise Al
the dealership makes money from doing the cl repair. the car owner doesnt get charged but the shop still gets paid. it is a scam how no matter what you take it there for they always do what they want with it. the most recent recall requires removing the steering column and possibly reprogramming the pcm so if youve had the car tuned it would be erased. i dont understand it either i just dont take my car to them anymore.
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From: In a parallel universe. Currently own 2014 Stingray Coupe.
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Hope they get it fixed right for you. Too bad you have to keep on them so much to get it done the way you want it.
Le Mans Master
Joined: Feb 2002
Posts: 5,407
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From: HONOLULU HAWAII
Originally Posted by Stangkiller
When i went in for my second hand surgery. They handed Me a marker and told me to write X's on my non-operated on hand.
Good luck dealing with the Stealership!
Chris
Good luck dealing with the Stealership!
Chris
Pro
Joined: Nov 2005
Posts: 605
Likes: 0
I don't understand why customer-facing organizations can't learn two simple lessons:
1. Listen to the customer. When I have a problem with something (computer, cable, phone, car, whatever...) I detail as much info as I can when I ask for assistance. Invariably they return some cookie-cutter diagnosis instructions, which tell me to do all the things I already told them I did.
2. Set realistic expectations and stick to them. If you say the car will be done at noon, make sure it's done at noon. If you know you won't get to it until 3:00pm, don't say noon. And if you promise to call the customer, call them.
It's sad that we've gotten used to such shoddy service that when a company follows the two simple rules above we wet ourselves with joy.
1. Listen to the customer. When I have a problem with something (computer, cable, phone, car, whatever...) I detail as much info as I can when I ask for assistance. Invariably they return some cookie-cutter diagnosis instructions, which tell me to do all the things I already told them I did.
2. Set realistic expectations and stick to them. If you say the car will be done at noon, make sure it's done at noon. If you know you won't get to it until 3:00pm, don't say noon. And if you promise to call the customer, call them.
It's sad that we've gotten used to such shoddy service that when a company follows the two simple rules above we wet ourselves with joy.
